Incident Management tab overview

In the heads-up display, the information is displayed using interactive dials. You can hover over a section of the dial to view more information or click the center of a dial to go to the corresponding tab.

Figure 1: Heads-up display

Total SRs

By default, the Total SRs tab is displayed when you click the INCIDENT MANAGEMENT tab. In this tab, information about the service requests created for your products, their severity, status, and the site ID are displayed.

You can view the information available using the Table, Map, or Visualizations views. The Visualizations view displays the number of service requests by severity in a graphical format. Click a section of the graph to view more information about the service requests.

Figure 2: Visualizations view - Total SRs

Note: Under the Total SRs view, Alternate SR is a service request number found on Dell Technologies parts packaging and labels, and sometimes referenced for on-site services. You can search MyService360 using the Alternate SR to cross-reference and obtain the Service Request Number created online and its associated data attributes.

On-Site Services

The On-Site Services tab displays information about the scheduled and unscheduled services for your products. It also enables you to schedule an on-site service, if necessary.

For steps to schedule an on-site service, see Schedule and manage on-site services article. For a quick demonstration about scheduling and managing on-site services, go to the MyService360 Knowledge Center.

You can view the information available using the Table, Map, or Visualizations views. The Visualizations view displays the number of scheduled and unscheduled services using a pie-chart. You can also view the number of scheduled and unscheduled services for a specific task type, for example, Corrective Maintenance. Click a section of the pie chart to view more information about the services.

Figure 3: Visualizations view - On-Site Services

Escalations

The Escalations tab displays the service requests that were escalated in the Table, Map, or Visualizations views. The Visualizations view displays the number of open and closed escalations in a graphical format. Click a section of the graph for more information about the escalated service requests.


Figure 4: Visualizations view―Escalations

Parts Replaced

The Parts Replaced tab displays information about the service requests created to replace a part using the Table, Map, or Visualizations views.

The Visualizations view provides a timeline view of the parts replaced. Hover over the sections of the graph to view the number of parts replaced in a specific month.

Figure 5: Visualizations view - Parts Replaced tab

The following table describes the information that is displayed in the INCIDENT MANAGEMENT tab and in the Heads-Up display: